การวัดสมรรถนะด้านคุณภาพการให้บริการในแผนกรับสินค้า กรณีศึกษาแรงงานไทยและแรงงานต่างด้าว บริษัทนิ่มซี่เส็งขนส่ง 1988 จำกัด

Abstract

Performance measurement of service quality in the receiving department between Thai and Migrant Workers at the case study transport company aims at studying about advantages and disadvantages of both types of workers who perform in the same operation in customer service. The scope focuses in 3 areas, i.e., knowledge, skill and behavior of customer service with 23 factors, using the Analytic Hierarchy Process (AHP) to indicate the importance of factors and analyze the results of the 183 questionnaires. The study found that, in terms of knowledge, Thai workers could give good suggestion and check the suitability of the packaging. But inconsistent transportation charge was the disadvantage. In terms of skill, Thai workers could do pallet sorting better than Migrant workers but they were poor in communication, order response and list checking. Thai workers do not have advantages in behaviors to customer service. They are not cheerful, uncourteous and not well-mannered. The advantage of migrant workers, in terms of knowledge, was safety at work place but they were not good in product’s description, giving suggestion about products’ limitation and suggestion about shipping. Sorting items on trucks was an outstanding skill of migrant workers. Also they were good at planning and checking items before loading items into truck, They were fast and had a good teamwork in customer service, They could fasten a commodity well. But they were not expert in equipments and machines. Behavior of customer service was an outstanding advantage of migrant worker as they served all customers without discrimination but with enthusiasm. But they were poor in communication both suggestion and complaint. Furthermore, They were less gentle, not well-mannered and do not wear proper dress. The total result of performance measurement of service quality founds that Thai workers at mean score of 3.57 are better than Migrant workers at mean score of 2.96. The improvement in service quality of the workers are for workers both. Firstly, for the performance in knowledge, i.e., 1) Revise the work schedule correspond to quantity and types of goods in each period, 2) Update the manual of standard operating procedures, 3) Set the training, 4) Set the information area at the service filed and 5) Apply to use more the information technology at the service filed. Secondly, about the proficiency of workers skills suggest, i.e., 1) Increase the communication and command method and 2) Create the training center for overtime practice. Lastly, for the expression of service mind, i.e., 1) Organize the activity to raise the service mind, 2) Use and adapt the suggestions system and 3) Create financial support for workers to get the uniforms and equipments by installments.